A Study on the Effet of the Customer Satisfaction and Reuse Intention of O2O Delivery Service Quality

2019 ◽  
Vol 20 (5) ◽  
pp. 125-139
Author(s):  
Jae Hak Lee
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Delivery Service

Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic

2021 ◽  
Vol 12 (1) ◽  
pp. 58-58
Author(s):  
Goh Mei Ling ◽  
Ho Sew Tiep ◽  
Ng Zhu Er
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Daily Life ◽  
Movement Control ◽  
Food Delivery ◽  
Control Measures ◽  
Consumption Pattern ◽  
Website Quality ◽  
Delivery Service ◽  
Delivery Services

In this era of technology, the development and explosion of the internet has created the online business platform for the services and products. One of the areas is the food delivery services. With development of mobile applications for food delivery, it has eased the process of delivering the ordered food, and at the same time create convenience to the beverage industry (Wang et al., 2019). The outbreak of COVID-19 pandemic in early last year has impacted everyone's daily life and resulted in pandemic control measures such as Movement Control Order (MCO) by the Malaysian government around the country. This change has required Malaysian to engage with new norms such as wearing masks, physical distancing and hand hygiene in their daily life. The pandemic has also sparked a new consumption pattern in society. Many people have opted for food delivery services and thus inflated the demand of food delivery service in Malaysia. Hence, understanding customer satisfaction towards the mobile food delivery apps is essential. There are several studies on the customer satisfaction towards online food delivery service during the COVID-19 pandemic (Prasetyo et al., 2021; Rahim & Yunus, 2021). Pasetyo et al. (2021) investigated the customer satisfaction and loyalty from the extended Theory of Planned Behaviour perspective. Meanwhile Rahim and Yunus (2021) examined the relationship between service quality, food quality and price of e-hailing food delivery service. However, these studies did not examine the effect of convenience and website quality on consumers satisfaction toward the mobile food delivery apps. Based on these, this study aims to examine the influence of the factors, namely service quality, convenience, price and website quality on customer satisfaction towards the mobile food delivery apps during the COVID-19 pandemic in Malaysia. Keywords: Customer Satisfaction, Mobile Food Delivery Apps, COVID-19 Pandemic

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN BERBELANJA ONLINE DI PROVINSI PULAU JAWA

2017 ◽  
Vol 17 (2) ◽  
pp. 25
Author(s):  
Januar Israhmawan Putra ◽  
Damayanti Octavia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Information Quality ◽  
Product Variety ◽  
Payment Method ◽  
Design Information ◽  
Delivery Service ◽  
Quality Product ◽  
Security Information

Penggunaan internet di Indonesia yang tumbuh dengan pesat diikuti dengan banyak bermunculansitus e-commerce yang merubah budaya dan gaya berbelanja masyarakat menjadiserba online. Pertumbuhan pasar e-commerce ini harus dibarengi dengan pelayanan yangakan diberikan kepada konsumennya secara baik agar konsumen merasa puas ketika bertransaksikepada perusahaan. Tujuan penelitian ini yaitu untuk mengetahui faktor apa saja yangmempengaruhi kepuasan konsumen berbelanja online pada situs jual beli Lazada, Zalora,dan Mataharimall. Variabel independent yang digunakan dalam penelitian ini yaitu WebsiteDesign, Security, Information Quality, Payment Method, E-service Quality, Product Quality,Product Variety, Delivery Service dan variebel dependent adalah Customer Satisfaction. Respondendalam penelitian ini adalah konsumen Lazada, Zalora, dan Mataharimall yang beradadi wilayah Provinsi Jawa Barat, Jawa Tengah, dan Jawa Timur dengan jumlah respondensebanyak 400 orang. Teknik sampling yang digunakan adalah nonprobability sampling yaituporposive sampling. Penelitian ini menggunakan metode kuantitatif dengan teknik analisisdata regresi berganda dan teknik analisis deskriptif. Hasil peneltian ini menunjukan bahwawebsite design, information quality, product vaiety, delivery service berpengaruh signifi kanterhadap kepuasan konsumen dalam berbelanja online.

The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country

2021 ◽  
Vol 63 ◽  
pp. 102721
Author(s):  
Md. Uzir Hossain Uzir ◽  
Hussam Al Halbusi ◽  
Ramayah Thurasamy ◽  
Rodney Lim Thiam Hock ◽  
Musheer A. Aljaberi ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Developing Country ◽  
Perceived Value ◽  
Home Delivery ◽  
Service Personnel ◽  
Delivery Service

The Influence of Experiential Marketing, E-Service Quality (WebBased Tracking System) And Trust On Customer Satisfaction In J&T Express Service Users In Kab. Pasuruan

2020 ◽  
Vol 18 (3) ◽  
pp. 78
Author(s):  
Miftahul Huda ◽  
Fitri Anisa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service User ◽  
Tracking System ◽  
Service Users ◽  
Experiential Marketing ◽  
Web Based ◽  
Delivery Service ◽  
Media Distribution

The role of a shipping service company is very important to the development of the society and lifestyle of today, the role as a media distribution of goods. With the delivery service is very easy for consumers to fulfill their needs, but it can save time and also make consumers feel happy things can be done easily. The purpose of this research is to know the influence of Experiential Marketing, E-Service Quality (Web based Tracking System) and trust in customer satisfaction in service users J&T Express in Pasuruan whose results can be used as an evaluation of J&T Express to improve its performance. The population in this research is a customer who has been delivering goods at J&T Express in Pasuruan. The number of samples in this study used Machin formula and was found to be 132 respondents or a service user of J&T Express in Pasuruan. The results of this study show that Experiential Marketing, E-Service Quality and trust have a positive and significant effect on customer satisfaction, so that J&T Express is expected to develop and as well as maintain Experiential Marketing, EService Quality and customer confidence so that later to increase customer satisfaction.

scholarly journals Analisa Kualitas Pelayanan dan Strategi Perusahaan terhadap Kepuasan Pelanggan dengan Metode QFD dan SWOT pada Jasa Pengiriman Barang

2021 ◽  
Vol 5 (6) ◽  
pp. 643
Author(s):  
Bonaventura Andhika W
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Swot Analysis ◽  
Market Penetration ◽  
Delivery Service ◽  
Delivery Services ◽  
The Right ◽  
Consumer Tastes ◽  
Qfd Method

Goods delivery services become the most profitable business opportunities. Facing the reality of the number of goods or services with diverse quality and consumer tastes are easy to change and there are several competitors in this field, resulting in a sharper level of competition. With the growing number of freight services competitors, each delivery service provider such as JNE, TIKI, and Pos Indonesia need to have a special strategy to improve customer satisfaction. This study aims to examine the service quality from each delivery service provider to customer satisfaction through IPA and QFD methods and SWOT analysis to establish the company's strategy in maintaining its position in the market is facing competitors. CSI results obtained for goods delivery services in Jakarta are in the category of quite satisfied but have not reached the maximum satisfaction point. Using the IPA method, researchers found that Pos Indonesia delivery service is one of the delivery services that need to be improved the service quality to be able to survive. Attributes that affect the services and targets that are the priority of Pos Indonesia are based on the QFD method, namely the need for training to employees to be able to improve their service quality. In addition, the right strategic steps to be taken by Pos Indonesia are intensive strategies including market penetration, market development, and service product development to accelerate the company's growth. This strategy is strongly related to the proposed design of strength and opportunity strategies that have been analyzed through SWOT analysis methods. Jasa pelayanan pengiriman barang menjadi salah satu peluang bisnis yang sangat menguntungkan. Menghadapi kenyataan banyaknya barang atau jasa dengan kualitas beragam dan selera konsumen yang mudah berganti serta terdapat beberapa pesaingdibidang ini, mengakibatkan tingkat persaingan semakin tajam. Semakin bertambahnya pesaing-pesaing dari jasa pelayanan pengiriman barang, masing-masing penyedia jasa pengiriman barang seperti JNE, TIKI dan Pos Indonesia perlu memiliki strategi khusus untuk meningkatkan kepuasan pelanggan. Penelitian ini bertujuan untuk mengkaji kualitas pelayanan dari masing-masing penyedia jasa pengiriman barang terhadap kepuasan pelanggannya melalui pendekatan metode IPA dan QFD serta untuk menetapkan strategi perusahaan dalam mempertahankan posisinya dipasar dalam menghadapi pesaing melalui analisa SWOT. Pada penelitian ini, didapatkan hasil CSI untuk jasa pengiriman barang di Jakarta berada dalam kategori cukup puas namun belum mencapai titik kepuasan maksimum. Dalam analisa menggunakan metode IPA, peneliti menemukan bahwa jasa pengiriman Pos Indonesia, merupakan salah satu jasa pengiriman yang perlu ditingkatkan kualitas pelayanannya untuk dapat bertahan. Atribut yang mempengaruhi pelayanan dan target yang menjadi prioritas Pos Indonesia didasarkan pada metode QFD, yaitu perlunya pelatihan kepada karyawan untuk dapat meningkatkan kualitas pelayanannya. Selain itu, langkah strategis yang tepat untuk dilakukan oleh Pos Indonesia yaitu strategi intensif meliputi penetrasi pasar, pengembangan pasar dan pengembangan produk layanan untuk mempercepat pertumbuhan perusahaan. Strategi ini berkaitan sangat kuat dengan rancangan usulan strategi kekuatan dan peluang yang telah dianalisa melalui metode analisa SWOT. 

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